Consultants

Consultants Open House

We’re always happy to offer informal advice to ASP members about topics that the ASP has researched. In addition, we’ve recruited a group of independent consultants who’ve agreed to offer complimentary “open house” hours on a regular basis. To schedule an open house session, send an e-mail to the expert of your choice, describing the topic you’d like to explore and your availability. (Before you speak on the phone, we recommend that you send the consultant a package of background materials.)

Please note that the first hour of consulting is complimentary. If the first hour is so exciting that you decide to keep talking, you may be asked to pay an hourly or daily fee. The ASP receives no payments or commissions for the Consultants Open House, and we do not guarantee that the expert advice you get will make you happier, thinner, or fabulously rich.

To raise the bar on customer service evaluations and surveys, Martha Brooke founded Interaction Metrics in 2004. With groundbreaking metrics like the Quality of Customer Interaction™ Score, Martha and her analysts apply a scientific approach to customer loyalty. Connect with Martha to discuss customer experience best practices, where you need deeper insights, and the best metrics and methods for your objectives. If you don’t measure it, you don’t know it—so measure the right things with the right metrics, and make sure you’re getting the most value from what you have in place.

Evans A. Manolis
President
Medical Intelligence International Medical
603-249-5019emanolis@marketiimedical.comwww.marketiimedical.com
Areas of expertise: Evans A. Manolis is the President and Partner of Market ii Medical, a customer experience consulting firm that works with some of the worlds leading companies to help them increase customer loyalty, retain more customers and grow more rapidly and profitably.Evans is widely viewed as a leading expert in customer experience strategy and service sales. Over the past 20 years he has worked with hundreds of service organizations helping them build and sustain a customer focused service culture. He uses his experience and insight to advise companies of all sizes on how to increase customer retention, identify and salvage at-risk accounts, generate service revenues and profits by effectively selling services and engage and empower employees to help deliver a better overall customer experience.

At Cisco we've entered ASP's "Top Ten" for years for both the reality check and the visability

Chris Vejan, Digital Support Comres Lead

The Association of Support Professionals Top 10 Support Sites Award is immensely valuable for Jive. Not only does it provide recognition for our online support solution, it also gives reliable insight and feed back from industry experts that we implement to be even better the following year.

Kevin Williams, Jive Software

The Association of Support Professionals Top 10 Support Web Sites was a great process for our team to work through. Along with being a great opportunity to showcase the work of the many teams that contribute to our online support experience, the submission process itself helped in along some very well defined dimensions, where we stood among our peers. The breakdown of feedback across those dimensions then helped us identify and prioritize improvements that would most benefit our customers. I highly recommend the submission process as a means to help your top opportunities and feed your overall roadmap.

Matt Phillips, Symantec

[/fusion_testimonial]

The Red Hat Customer Portal being named one of the 10 Best Web Support Sites for six years in a row is a humbling experience, and feedback we receive from the judges each year shows there is always room for further improvement. These insights from judges assist us in planning our development and strategy to better engage our customers and stay competitive in the industry year after year.